Centro Europeo del Consumidor en España

Right to non-discrimination

Passengers with disabilities and/or reduced mobility have the right to non-discriminatory access to rail transport.

• Reservations and tickets shall be free of charge.
• They may not be refused a reservation or the provision of a ticket.
• They may not be asked to be accompanied by another person, unless strictly necessary.

If the reservation or ticket is refused or an accompanying person is required, the reasons must be given in writing within five working days of the date on which the reservation or ticket was refused or an accompanying person was required to travel. The company shall make every effort to propose an alternative means of transport taking into account the accessibility needs of the passenger.

Right to assistance in gaining access to stations and carriages

• Possibility of being accompanied by an assistance dog.
• Free assistance on board, as well as for boarding and disembarking from the train when the station or train has staff to do so. If not staffed, will make every effort to ensure that they are able to travel on the train.
• Free tickets for recognised personal assistants or for assistants required by the company. Whenever possible, they shall be seated next to the passengers with disabilities and/or reduced mobility.

The disabled passenger or passenger with reduced mobility must be notified at least 24 hours before the assistance is required. In some countries, this period may be extended to 36 hours.

The passenger shall report at the place and time designated (60 minutes maximum) by the railway company. If no time limit is stipulated, the passenger shall arrive at least 30 minutes before the train's departure time.

Recommendation: In case of travelling with different railway companies, check the conditions with each one.

Right to compensation for loss of or damage to mobility equipment or assistance dogs

In case of loss of or damage to mobility equipment, including wheelchairs, assistive devices, as well as loss of or injury to assistance dogs, they shall be entitled to compensation without undue delay:

• The cost of replacement or repair of lost or damaged mobility equipment or assistive devices.
• The cost of replacement or treatment of the injury of the lost or injured assistance dog.
• The reasonable costs of temporary replacement of mobility equipment, assistive devices, or assistance dogs when the railway company or station manager does not replace them.

Railway companies and station managers shall make all reasonable efforts to make prompt and expeditious temporary replacement of mobility equipment or assistive devices that are required immediately.

The disabled person or person with reduced mobility may use such temporary replacement equipment or device until the compensation is paid.